{"id":4804,"date":"2025-03-20T11:52:31","date_gmt":"2025-03-20T10:52:31","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=4804"},"modified":"2026-08-25T15:58:05","modified_gmt":"2026-08-25T13:58:05","slug":"agent-activity-in-zendesk-salesforce","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/agent-activity-in-zendesk-salesforce\/","title":{"rendered":"Advisor activity in Zendesk &amp; Salesforce"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">[<em>Reading time: 1 minute<\/em>]<\/p>\n\n\n\n<h2 id=\"overview\" class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In Zendesk and Salesforce, an icon of the activity of advisor will change while he is using the INO cx integration. This icon change if an advisor is online, in a call, handling an email, a messaging, or disconnected.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"584\" height=\"1012\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.20.11.png\" alt=\"\" class=\"wp-image-4828\" style=\"width:288px;height:auto\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Advisors activities in Salesforce<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Advisors can have different activity statuses depending on their connection and ongoing interactions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>In interaction<\/strong>: The advisor is managing multiple interactions from different channels simultaneously.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"340\" height=\"80\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.26.13.png\" alt=\"\" class=\"wp-image-4831\" style=\"width:120px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Offline<\/strong>: The advisor is not connected to INO cx. \u26a0\ufe0f The advisor won\u2019t receive any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"116\" height=\"38\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/image-7-1.png\" alt=\"\" class=\"wp-image-4843\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Connected<\/strong>: The advisor is logged in but not handling any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"278\" height=\"80\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.24.29.png\" alt=\"\" class=\"wp-image-4832\" style=\"width:110px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>On a call<\/strong>: The advisor is engaged in one or more voice interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"252\" height=\"82\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.25.08.png\" alt=\"\" class=\"wp-image-4833\" style=\"width:110px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling emails<\/strong>: The advisor is processing one or more email interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"262\" height=\"74\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.25.29.png\" alt=\"\" class=\"wp-image-4834\" style=\"width:110px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling messaging<\/strong>: The advisor is responding to one or more messaging interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"354\" height=\"86\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.25.59.png\" alt=\"\" class=\"wp-image-4835\" style=\"width:120px;height:auto\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Advisors activities in Zendesk<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Advisors can have different activity statuses depending on their connection and ongoing interactions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>In interaction<\/strong>: The advisor is managing multiple interactions from different channels simultaneously.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"96\" height=\"94\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.16.47.png\" alt=\"\" class=\"wp-image-4823\" style=\"width:60px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Offline<\/strong>: The advisor is not connected to INO cx. \u26a0\ufe0f The advisor won\u2019t receive any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"36\" height=\"35\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/image-8.png\" alt=\"\" class=\"wp-image-4844\" style=\"width:50px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Connected<\/strong>: The advisor is logged in but not handling any interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"88\" height=\"84\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.15.26.png\" alt=\"\" class=\"wp-image-4824\" style=\"width:50px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>On a call<\/strong>: The advisor is engaged in one or more voice interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"82\" height=\"80\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.15.49.png\" alt=\"\" class=\"wp-image-4825\" style=\"width:50px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling emails<\/strong>: The advisor is processing one or more email interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"86\" height=\"88\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.16.13.png\" alt=\"\" class=\"wp-image-4826\" style=\"width:50px;height:auto\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Handling messaging<\/strong>: The advisor is responding to one or more messaging interactions.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"86\" height=\"82\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/03\/Capture-de\u0301cran-2025-03-19-a\u0300-18.16.33.png\" alt=\"\" class=\"wp-image-4827\" style=\"width:50px;height:auto\"\/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 1 minute] Overview In Zendesk and Salesforce, an icon of the activity of advisor will change while he is using the INO cx integration. This icon change if an advisor is online, in a call, handling an email, a messaging, or disconnected. Advisors activities in Salesforce Advisors can&#8230;<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[108],"ht-kb-tag":[],"class_list":["post-4804","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-integration"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/4804","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=4804"}],"version-history":[{"count":12,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/4804\/revisions"}],"predecessor-version":[{"id":6931,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/4804\/revisions\/6931"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=4804"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=4804"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=4804"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}